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Director, Store
Holt Renfrew
Ontario Toronto, , Canada
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Director, Store Experience, Personal Shopping & Elite Client Relations
At Holt Renfrew, our mission is to present exceptional experiences together with the finest luxury products for life’s every day and extraordinary moments. As the Director, Store Experience, you will define the luxury lifestyle shopping experience through building lasting relationships with our people, customers and partners by leading the development, implementation and ongoing management of Holt Renfrew sales and operations initiatives with the end goal of providing extraordinary service, exceeding sales plan and delivering profit targets. This position provides a high level of internal customer service to the stores and internal business partners.
Specific responsibilities include (but are not limited to) the following:
Partner with the DVP, Elite Client Relations to strategize and lead complex cross-functional strategies to address and develop recommendations for major opportunities and issues as it relates to key store projects
Merge and lead efforts of two independent teams consisting of Store Experience and Personal Shopping/ Elite Client Relations to work cross-functionally and cohesively with the stores to drive results
Demonstrating thought-leadership
Ensuring solutions are based on strong analytics and insights
Monitoring the teams progress from strategy to execution
Presenting findings and recommendations in a compelling way
Lead team to implement new initiatives, leverage best practices and partner with cross functional teams to drive and sustain positive results in profitable sales, Associate and Management professional development, customer service, clienteling efforts and personal shopping growth
Support the stores as a subject matter expert by ensuring that their feedback is shared with key teams at SSC and report back on results
Lead team to execute project/event/initiative implementations including critical paths, monitoring of progress, development of launch materials, communication and results tracking
Communicate appropriate parameters, standards and prescribed limits for direct reports; helping them to understand how they drive business
Support the DVP in the implementation of succession planning, team building and skill development in addition to influencing the stores to effectively drive their business
Execute the development and delivery of analytics to support effective target-setting for store Managers, Associates, Personal Shoppers and HV customers
Monitor and develop annual expense budgets and achieve all expense management targets
Effectively manage conflicting priorities to deliver highest value initiatives that support key business objectives while respecting organizational capacity
Partner with the DVP to influence cross-functional teams, establishing a clear success criteria and support for ongoing sustainability of programs, recommending course corrections and modifications as required to meet store needs and overall strategic goals
Provide strategic leadership in growing the Personal Shopping business through recruitment of external top talents, harnessing their potential to drive sales profitably and acquire new clients
Serve as a brand champion by engaging stores through regular store visits and being the cross-functional team liaise to effectively implement company deliverables and support the business to achieve sales objectives
Develop and implement the ongoing sustainability of forward-thinking short and long term strategies for the high value customer segment, strengthening existing business and driving incremental sales growth while understanding the competitive landscape
Lead, motivate, and retain a team of high performing employees that is capable of delivering results
Attend high value client events as appropriate and as supported by ROI
Produce, update and circulate the Store Priority and Store Promotional Calendar
The ideal candidate:
Post-secondary degree in related field
5+ years of post-university work experience, including:
A minimum of 3 years leading a business unit or enterprise-wide strategy
Has proven experience in accelerated and profitable sales growth, and in collaboration/partnership; driving innovative selling and service initiatives within stores
Demonstrated leadership and influencing skills with the ability to get things done
Strong project management skills, including demonstrated ability to think end-to-end and manage multiple priorities/projects simultaneously
Excellent interpersonal skills; a team player who is able to act as both a leader and an individual contributor as required
Is adaptable and comfortable with ambiguity and change
Participate in the development of annual expense budgets and achieve all expense management targets
Strong communication and presentation skills
Is passionate about luxury retailing and projects as a credible fashion and style expert
Is comfortable within the high value customer environment and can easily connect and build relationships with VIP customers
All candidates for positions at Holt Renfrew are expected to:
Inspire with Service
Lead with Passion
Own it with Pride
Earn lasting Relationships
The measures of success:
Contribution to overall company objectives
Individual objectives linked to the achievement of department goals
Feedback from internal and external clients